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Evidence Guide: FNSIBK301A - Provide insurance broking services in response to a customer enquiry

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSIBK301A - Provide insurance broking services in response to a customer enquiry

What evidence can you provide to prove your understanding of each of the following citeria?

Assess the nature of enquiry

  1. The nature of the enquiry is clarified and all details obtained
  2. A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made
  3. A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
  4. If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
  5. If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
  6. Customer details are obtained
The nature of the enquiry is clarified and all details obtained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If the enquiry can be answered directly, a response in accordance with organisational procedures is provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer details are obtained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research the information relevant to the enquiry

  1. Sources of information are identified so that an appropriate response can be provided within authority levels
  2. Information is obtained, organised and analysed to provide an accurate and satisfactory response
Sources of information are identified so that an appropriate response can be provided within authority levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is obtained, organised and analysed to provide an accurate and satisfactory response

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine a suitable response to the enquiry

  1. Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
  2. Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe
Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information to the customer

  1. Written or oral responses are given in clear, simple, and easy-to-understand language
  2. Customer is treated courteously and an ongoing relationship is encouraged
  3. Any further queries from the customer are attended to promptly
  4. Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs
Written or oral responses are given in clear, simple, and easy-to-understand language

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is treated courteously and an ongoing relationship is encouraged

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Any further queries from the customer are attended to promptly

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update relevant records

  1. Information on the nature and frequency of enquiries is collected for evaluation
  2. Details of the enquiry are recorded as required by organisational procedures
Information on the nature and frequency of enquiries is collected for evaluation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of the enquiry are recorded as required by organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

provide responses to a range of enquiries that satisfy customer needs and achieve the organisation outcomes

consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisational policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

Required Skills and Knowledge

Required skills

communication skills to:

determine and confirm information, using questioning and active listening techniques

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access webbased information services

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

organisational skills, including the ability to plan and sequence work

Required knowledge

conflict resolution processes

customer service processes

dispute resolution processes

financial strategies and solutions suitable for customer situations and profiles

organisation policy, procedures and requirements

privacy and confidentiality legislation and requirements

product/policy terms and conditions

relevant industry legislation and codes of practice

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Nature of the enquiry may include:

claim against a policy

complaint

enquiry about ongoing use of an insurance product or broking service

initial enquiry about insurance product or broking service

quotation for insurance.

Scope of responsibility or authority area may include:

job description or accountability area

training accreditation of the individual to provide general or personal general or life insurance product advice under ASIC regulations.

Customer details may include:

claims history

details of insurances held

name, address and contact details

policy number.

Sources of information may include:

organisation records

organisation policy and procedures manuals

policy wordings

relevant legislation

surveys or risk management reports.

Response may include:

dealing with confidential information

general information on insurance products and services

general or personal advice on risk exposures and insurance program.

Appropriate format may include:

demographic and cultural details

language including use of insurance jargon

modes of communication.

Checks and/or follow-up may include:

follow-up phone call, email or letter

verbal approval from customer.